WinAud Casino - A retirada do jogador foi restringida.

Hi so I am a good member at this platform with over 70k in deposits made in less then a year.

I usually despot either 100 or 30 at a time but lots of it as I thought my Max withdraw is 50,000 as they always say. I usually deposit 2-3 grand weekly by the way.

when I won the 25 grand they tried tk first say I used a bonus which I didn’t then they showed in fine print how I only deposited 30 dollars therefore I could only wothdraw 3k and forfeit the rest,

these are the things I find odd

• why did they not let me just wothdraw 3k then continuously do the same everyday rather then forcefully forfeit the rest
• why does it show me as 50k wothdraw limit on every deposit which I have proof
• and if they are a good site why did they suddenly change my max withdraw just when they wanted to make me not be able tk wothdraw all of it when I showed proof that my friends page still says 50k maxwitjdrsw from a 10 dollar deposit only once they wanted to change the excuse they changed it on me
  this shows how they have the mad wothdraw changed randomly on me

This is what they originally show - fhe 50k max wothdraw on the deposit i done

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Winaud Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino allow you to withdraw the 3000 AUD from the win you achieved?
• Could you please share your communication with the casino where they justify the confiscation of your winnings?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Yes they ended up forcing me without my consent withdrew 3k snd had me forfeit the rest of the moment ?

surely even if there is a limit on wothdraw why do I need to forfeit the rest of my winnings ,

the site does not show any other details of either is a daily limit or weekly sorth

I’d like the mention that yes i understand that they could have certain rules which now I know they do.

thats fine but the fact that when you despot and play they never mention or show the player having a limit of wothdraw but rather mislead and shows the customer they can wothdraw 50k

but as soon as I win the 25k they straight away changed it on mine which I show proof when my friend deposits 20 dollars but still had her wothdraw limit show 50k

if I knew I would kf have never played so much

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello amrokazwini97,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be quite limited. We have received multiple complaints in the past from Australian players regarding several questionable casinos operating without an official license and with a low safety index rating. These casinos have implemented significant strategies to evade disbursing large winnings to players, frequently operating on the brink of fair play. Additionally, the casino support team has not really been much of a help. Unfortunately, the likelihood of reaching a resolution regarding your case with the casino appears to be quite low. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

We would like to invite WinAud Casino to join the conversation.

Dear WinAud Casino,

Could you kindly clarify the reason behind the alteration of the maximum withdrawal limit for the player from 50,000 AUD to a "mere" 3,000 AUD?

Additionally, which bonus was in effect during the time the player accrued the winnings, and what was the maximum withdrawal limit applicable at that moment? If there are any significant factors influencing this matter that cannot be publicly disclosed, I would be grateful if you could communicate them to me directly at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear amrokazwini97,

I was only able to connect with the casino via livechat, and as expected, it was not very useful.

The livechat agent has not really answered my question; however, they informed me of this:

So strictly, technically speaking, they have adjusted the maximum withdrawal limit to 3,000 AUD in accordance with the aforementioned rule. However, I only became aware of this rule through live chat, as I was unable to locate it on the casino's website. More importantly, according to our Fair Gambling Codex, we accept win limits for real money play when mandated by laws or regulations. While we view them as a necessary inconvenience, we recognize that casinos must adhere to these regulations. Conversely, if a casino chooses to impose a win limit for real money play voluntarily, we don't consider it fair, and we will lower its Safety Index and advise players about the casino's restrictive win limit.

Regrettably, the casino team has not indicated any willingness to reassess your situation, which compels me to conclude your case as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Since the casino operates without a valid, recognisable licence and doesn't refer to any ADR service, there is no gaming authority to turn to.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru